A Brief History Amazon Connect was introduced in 2017 as a revolutionary, cloud-native contact center solution from AWS. That same [...]

Campaign Dialer Feature Request? We are often asked to comment on how to increase answer rates on cold calls.   Calls [...]

Amazon Connect Demo Center We offer a complete Amazon Connect Contact center with all the bells and whistles free for [...]

An ai Receptionist? Back when vacuum tubes were still part of the computer science curriculum in most colleges, I read [...]

Direct Dial and Agent? Not every contact center wants callers to be able to dial a specific agent directly.  In [...]

Voice Mail solution for Amazon Connect for the last few years AWS has made a voice messaging solution available for [...]

Amazon Connect 2025 Update! During the past year and as we enter 2025, Amazon Connect has made some significant changes.  [...]

Building Tools for Amazon Connect Administration Over the years I have come to learn that if the folks who develop [...]

SMS Return Message Routing In part 1 of this blog we looked at three options that enable an Agent to [...]

Pinpoint SMS For some time now, you have been able to channel SMS messages through the Amazon Connect CHAT API, [...]

Transforming Customer Service with Visual Interaction In April 2022, we introduced our first blog and demo showcasing the integration of [...]

Configuring Amazon Connect Voice Mail For several years we have been deploying a modified version of the Amazon Connect Voice [...]

The Phone Tree Concept Phone Tree's are have a wide range of use cases from emergency notification alerts, to social [...]

We offer an illustrated Detailed Planning guide for outlining the issues you need to should consider if you are designing [...]

Recording and Analytics While configuring Amazon Connect contact flows you will find a "SET Recording and Analytics?  step that you [...]

Recorded Message Use Case In an outbound  call center an agent may make several hundred phone calls each and every [...]

Direct Dial and Agent? Not every contact center wants callers to be able to dial a specific agent directly.  In [...]

Voice Mail solution for Amazon Connect for the last few years AWS has made a voice messaging solution available for [...]

SMS Return Message Routing In part 1 of this blog we looked at three options that enable an Agent to [...]

Pinpoint SMS For some time now, you have been able to channel SMS messages through the Amazon Connect CHAT API, [...]

Configuring Amazon Connect Voice Mail For several years we have been deploying a modified version of the Amazon Connect Voice [...]

Dynamic Call Centers? We can dynamically reconfigure our contact flows, the experience a caller has when calling our contact center.  [...]

Out of the Box? AWS has configured the contact center to work out of the box.  Add a phone number, [...]

Route by DNIS? A common call center request is to provide a custom greetings or route a call to a [...]

Is Amazon building a CRM Competitor? Amazon Connect continues to innovate and is adding new features at an accelerated rate.  [...]

The Amazon Connect Call Back from Queue Dilemma! Assume you have a call center that follows the sun from coast [...]

Recording and Analytics While configuring Amazon Connect contact flows you will find a "SET Recording and Analytics?  step that you [...]

Recorded Message Use Case In an outbound  call center an agent may make several hundred phone calls each and every [...]